Incubator Lab

Social Media Manager

• Oversee the daily social media support workflow and ensure proper coverage across Instagram, Facebook, TikTok, and X
• Monitor ticket distribution and balance workloads across team members
• Monitor response times, SLA adherence, productivity, and engagement quality
• Review customer interactions for tone, accuracy, brand voice, professionalism, and resolution quality
• Identify recurring customer issues, trends, risks, and improvement opportunities
• Track team attendance, time, schedule adherence, and compliance with internal policies
• Provide real-time coaching, feedback, and guidance
• Conduct regular 1:1s and address performance gaps
• Manage escalated and sensitive social media cases
• Support onboarding and ongoing training
• Communicate updates about brand voice, policies, platform changes, campaigns, and escalation procedures
• Prepare and deliver performance reports covering CSAT, response time, sentiment, quality, and productivity
• Escalate performance, attendance, policy, or customer experience concerns to leadership
• Maintain consistent customer service standards across social media channels
• Collaborate with leadership and support teams to improve workflows and customer experience

Social Media Customer Support Team Lead

Project Manager

• Serve as the central engine for marketing operations
• Maintain project timelines, align priorities, and hold stakeholders accountable to deadlines
• Build, document, and refine scalable workflows, team structures, and project management architectures
• Identify bottlenecks early, set expectations across departments, and drive follow-through
• Oversee creative, marketing, and cross-functional deliverables from initial brief through final asset deployment
• Build, structure, and maintain ClickUp, Notion, and Asana workspace architecture
• Organize team communication and asset tracking
• Partner with marketing leadership to translate strategy into actionable project plans and daily workflows
• Manage projects across email and SMS, retention and lifecycle marketing, e-commerce, and brand initiatives
• Coordinate timelines, dependencies, and handoffs for campaigns and launches

Marketing Project Manager

Customer Support

• Support day-to-day HR operations, HRIS management, and timekeeping processes
• Assist with payroll processing and schedule adherence tracking
• Maintain compliance with HR best practices and employment law standards
• Maintain strict confidentiality regarding sensitive personnel data and company information
• Collaborate with internal teams to handle employee inquiries and operational support
• Support seamless team operations and workforce management

Human Resources Customer Support Coordinator

Video Editor

• Edit short-form paid social video ads for Meta, TikTok, and YouTube
• Create performance-first creative designed to drive conversions
• Iterate on creative based on performance insights, feedback, and results
• Apply best practices around hooks, pacing, clarity, and calls to action
• Collaborate asynchronously with Creative Strategists and Growth teams
• Maintain quality and consistency across high-volume output
• Create fast-paced, high-retention ads for DTC, UGC-style, and Direct Response campaigns
• Support rapid experimentation, creative iteration, and disciplined execution as part of the company's internal growth engine

Performance Video Editor

• Audit incoming Shopify orders daily for SKU, quantity, and pricing accuracy
• Validate product bundles, recurring subscription setups, and promotional Welcome Box components before fulfillment
• Identify, flag, and correct order discrepancies, system glitches, and Shopify-to-inventory/fulfillment sync errors
• Support the Customer Service team as the primary technical and operational point of contact
• Troubleshoot escalated order issues and tracking anomalies
• Process manual order adjustments
• Coordinate with warehouse and fulfillment teams to halt, modify, or prioritize orders
• Maintain documentation on common order errors and collaborate with relevant teams

Social Media Customer Support Team Lead

Marketing Project Manager

Human Resources Customer Support Coordinator

Performance Video Editor

Shopify Orders Auditor, Customer Service Support Specialist